What is included on my monthly bill?
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Your bill can include charges for voice calls (including long distance), messaging, data use and purchases that you are entitled to charge to your TELUS account. Your chosen rate plans and features are billed one month in advance. All usage that exceeds the limits of your rate plan or features is billed on a subsequent bill, at the rate that applies at the time of use. You may also see other fees for administrative services, such as bill reprints that you request.
The following explains what is covered under "voice calls” and “data” on your bill:
Charges for voice calls are based on the airtime used when you make and receive calls on your mobile phone. A voice call is an interactive exchange of voice communications and does not include one way transmissions, such as monitoring or programming services received by a passive listener. Voice airtime is calculated, for both incoming and outgoing calls, from the time the call is initiated to the time it is disconnected, including the time used to route the call through the network and any ring time. The airtime for each voice call is rounded up to the nearest minute unless your rate plan or feature states otherwise. Voicemail uses airtime when you pick up your messages. Call forwarding uses airtime if the call connects (even to voicemail).
Long distance charges are incurred when you make voice calls from one local calling area to another and also for all calls you receive when outside your local calling area. Long distance calls may include the local minutes of your plan and may result in charges for the local airtime minutes that exceed your rate plan or features. If your device’s radio signal is picked up by a cellular tower outside of your local calling area, the call may be treated as long distance.
TELUS advertises all our data rates in megabytes. To accurately charge you for your data usage, all usage within Canada and the United States is calculated and billed by kilobytes per session (1024KB =1MB). When roaming outside of Canada and the United States, each data session is rounded up to units of twenty kilobytes.
How can I pay third party purchases on my TELUS bill?
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When you charge a third party purchase (for example a mobile application or an add-on service) to your TELUS account, you authorize TELUS to rely on information we receive from the third party to charge your TELUS account or to apply credits for refunds. If you want to stop any recurring third party payments on your TELUS account, you must do so through that third party. TELUS may be able to assist in stopping payments if you provide us with a copy of the written request sent to the third party.
Any purchases you make from a third party and charge to your TELUS account are subject to the terms and conditions imposed by that third party. TELUS only provides a means of payment, and does not accept any responsibility for the product or service provided. TELUS will pay the third party on your behalf and you must then reimburse TELUS for the entire amount of the charge in the month that it appears on your bill, without interest.
How are rate plans and features charged?
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Recurring rate plan and feature charges are billed one month in advance, so your monthly bill will have rate plan and feature charges for the next month. If you change your rate plan or features during your billing cycle, the corresponding charges will be applied for the portion of the month during which the new rate plan or feature was active on your account. The recurring monthly charge for the next month will also appear on your bill for the new rate plan or feature.
How is extra usage charged?
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Pay-per-use rates apply to usage that exceeds the limit indicated for your rate plan or features. If you make a change during your billing cycle that affects the applicable pay-per-use rates, the new rate will apply from the date that you make the change.
When and how will I receive my bill?
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You will receive your monthly bill either by mail or online. All amounts owing to TELUS are due on:
The day you receive your bill if you get a TELUS paper bill
The day your bill is posted online if you get an electronic bill (e.Bill). You can register for e.Bill notifications, whereby you will receive an email or text message informing you that your bill has been posted online.
Your bill tells you how much to pay and when that payment must reach TELUS to avoid late payment charges.
What if I don’t pay my bill in time?
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If your payment is not received by the date indicated on your bill, a late payment charge will apply. Late payment charges are 3% per month (42.58% per year) on your total unpaid amount. For Quebec residents, late payment charges are 2% per month (26.82% per year).
What charges apply if my payment is returned and marked unpaid?
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Payments returned due to insufficient or unavailable funds in your chequing account are subject to the return payment fee specified on your bill and on the support page
Mobility fees
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What if I do not understand or disagree with a charge on my bill?
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To ensure that you have time to confirm that the charges on your bill, we give you thirty days from the date you receive your bill to review your charges and contact TELUS with any dispute. After the thirty days, you agree that all amounts appearing on your bill are final and can no longer be disputed.
How does billing work if I sign up for pre-authorized payments?
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If you choose pre-authorized payments, we will automatically withdraw the amount owing to TELUS each month from your credit card or bank account. You will continue to receive a bill for your records.
Do I still have to pay my bill if my device is lost or stolen?
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If your device is lost or stolen, please contact TELUS immediately. You will continue to be responsible for the use of your device until you notify us. Following notification of the loss or theft, you will no longer be responsible for pay-per-use charges. However, you will remain responsible for all regular recurring charges, such as your rate plan fee.